UniCare™ Professional Services

With over 20 years of experience in contact center innovation and technology, proven implementation methodologies, technical know-how, tools, and renowned expertise — proven by thousands of successful projects, Consilium UniCare™ Professional Services helps customers to build a world-class experience center and maximize the benefit from their technology investment.  Consilium is a globally certified partner for Webex Contact Center design, implementation and support. Consilium has accomplished successful migrations of Avaya contact centers to Cisco contact center platforms across high-complexity Cisco UCCE, PCCE, and UCCX deployments.

As a Cisco Authorized Technology Provider (ATP) for Contact Center Enterprise, Cisco Advanced Collaboration Architecture Specialization, and Cisco Select Integrator in multiple geographies, a member of the AWS Partner Network (APN), and a Genesys professional services and ISV partner, Consilium has expert professional services teams focused on designing, deploying and managing enterprise contact center solutions.

Consilium is a globally certified partner for Webex Contact Center design, implementation and support. Consilium’s access to a Webex CC Gold Tenant enables us to keep advancing our capabilities as Webex CC APIs to add new functionality.

Highly skilled at third-party CRM and database integrations including Zendesk, Salesforce, Sugar CRM, ServiceNow, Oracle, ZoHo, Custom and homegrown CRMs.

Our experience in developing BI Suite in the contact center industry makes us the perfect partner for bringing business data together, turning interactions into valuable data and giving visibility into critical trends and insights.

Consilium specializes in AI technology and designed bots to provide a seamless human-like end-to-end conversational experience across all the digital channels

UniCare Professional Services

Cisco Professional Services

  • UCCE, PCCE, and UCCX deployments
  • Cisco CVP VXML application development
  • CUIC custom report development
  • Custom API's and CTI Application development
  • UCCX IP-IVR Scripting

Amazon Connect Professional Services

  • Contact Center design, build and deploy
  • Customer onboarding
  • Implementing skills-based routing
  • Interactive Voice Response (IVR)
  • Contact Center reporting
  • Custom Contact Flow (IVR) development
  • Advanced AWS service Integrations, e.g., AWS Kinesis, Lambda, Polly, Lex
  • Data dips from RDS or Web Service
  • CRM Integration
  • Outbound List and Campaign Management (LCM)
UniCare Professional Services

UniHub For Amazon Connect

Consilium Software’s offer for Amazon Connect customers covers everything from Day-0 to Day-1 for initial setup, integration, enhancement and launch, as well as Day-2 support and a fully-managed service. The entire offer comes under the Consilium UniHub package of products and services designed for Amazon Connect. Customers can pick and choose what they require from the offer.
  • Day 0 Planning & Preparation involves requirements gathering, architecture design, and resource preparation.
  • Day 1 Configuration & Activation includes automated provisioning and contact flow configuration for smooth customer journeys.
  • Day 1 Plus Beyond Activation offers UniHub Channels, UniAgent Connectors, UniCloud Provisioning, Interactions & Insights, UniCampaign Outbound LCM, UniQM & UniVox Recording & Speech Analytics, and QA, Data & Security.
  • Day-2 Support and Managed Services provide 24x7 support, fully-managed AWS infrastructure, training webinars, and dedicated customer success & account managers.

Professional Services for eGain, Calabrio and Genesys Contact Center

  • Web Self-Service
  • Email Management
  • Knowledge Management
  • Calabrio Workforce Optimization (QM & WFM) design, implementation, and upgrades.
UniCare Professional Services

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